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Photograph of a person typing on a laptop with various illustrated elements circling around, including search bars, an envelope, an exclamation mark and a heart

  1. A customer service agent speaks on a headset while sitting in front of a monitor.

  2. A male points to charts on a screen while his colleagues look on.

  3. Photo of a group of people sitting in a circle, meant to represent a focus group to design for customer empathy

  4. customer considering her options with questions marks around her head

  5. An illustration of a person holding a magnifying glass looking at data.

  6. Image of a number of lightbulbs, with the center lightbulb standing out in a different color to symbolize innovative ideas

  7. Illustration of a person conducting music

  8. Illustration of a person, a measuring tape and a flag, meant to symbolize measurement and goals in CX

  9. Photograph of Cape Town, South Africa at night

  10. Image of two smartphones and an arc of coins in various currencies flowing between them

  11. Two people having a conversation, framed by smartphones, meant to symbolize a video call for customer service

  12. Illustration of two people shaking hands and two overlapping squares